ITS ResNet

ITS ResNet

Overview

"ResNet" stands for Residential Networking and is part of the campus-wide ITS organization.

ITS ResNet's main goal is to provide support to RIT students both personal computers and RIT network connectivity. We also operate a repair center where members of RIT can submit their device for repairs. ITS ResNet provides technical support for machines personally owned by RIT students.

ITS ResNet offers a wide range of services from basic machine tune-up and virus scans to file recovery and hardware replacement. Our friendly Residential Computing Consultants are on hand to assist RIT students in troubleshooting and resolving a wide variety of computer issues.

Services

Wired Connections

In order to connect to a wired connect on the RIT network, the device MAC address will need to be registered on start.rit.edu. A MAC (media access control) address is a unique address assigned to a computers wired and wireless device by the manufacture. MAC address contain numbers and letters A-F and are formatted as FF:FF:FF:FF:FF:FF. Below are the steps to connect to a wired connection. This process is for any computer with a web browser. Media devices and game consoles such as Xbox One, PS4, and Apple TV please follow their instructions under Support menu. Click here for manual registration.

Connecting to the Wired Network

Connect your device to a blue data jack* in your room with an Ethernet cable.

On the left hand side, select "Register Computer" under Computer Resources.

Sign in with your RIT username and password.

Once signed in, you will be prompted to add a new device or add this connection to already registered device.

Next you will need to provide a description of your device, what Operating System you are using, and you can customize your computers name on the network.

Once complete, click "Register."

Once this is complete, it may take up to 15 for the settings to take place. You will need to refresh your DHCP lease. This can be easily performed by restarting the machine.

Cable TV Support

RIT Housing provides cable TV to RIT Dorms and Apartments. Students will need a coaxial cable to connect to the Cable port in their Room. Students living in a RIT Apartment will have a cable TV jack in the bedrooms and living room.

Things to know:

If you are having problems see all offered channels on your TV, you may need to run the RIT TV Line Up setup from TV menu to scan for available channels.

Students can tune into Channel 20 on the RIT campus for support instructions for Game Consoles and getting other devices connected to the network.

Students can contact Time Warner Cable for a HD Digital Cable Box at a discounted price (under $20 a month). Students will have to pick up the cable box from the Time Warner Cable at the Mt. Hope office location.

Students living in the RIT apartments can use their apartment number to activate the discount service under.

Support & Service

ITS Resnet does not provide Cable TV tech support for students. Students will need to contact Time Warner Cable with any Cable TV problems. To contact TWC, call (585) 756-5000.

Students living in the dorms should use this address when contacting customer support:

1 Lomb Memorial Dr. Rochester, NY 14623

Students living in an RIT Apartment should use their unit number instead of the address listed above.

RIT VPN

Students, Staff, and Facualty members can contact us with issues with the RIT VPN on their personal machines. We ask that the device be brought into our office if possible. The RIT VPN is used to access RIT Fileshares, The Wallace Center, and other RIT resources off campus.

RIT McAfee

Viruses, especially those spread through e-mail on susceptible systems, are a clear threat to electronic services at RIT.

For Windows XP, Vista, 7, 8, RIT provides McAfee Virus Scan Enterprise 8.8 anti-virus software to help keep your computer free from infections by computer viruses, Trojan horses, and worms. 8.8 also offers buffer overflow protection, which can prevent spyware and viruses from crashing your computer. This software is very important – and it must be kept up to date to be effective.

McAfee Enterprise 8.8 is offered to students for free. It is important that students do not install this virus scanner if they have Norton or any other virus scanner currently on their computer. Having two virus scanners will dramatically decrease the speed of the system. Installing a copy of McAfee from the school will allow you to have a perpetual agreement (you do not have to keep a subscription). Students can find help if they wish to uninstall another virus scanner by contacting ITS ResNet.

It is best to update virus definitions daily and run a virus scan weekly to ensure that your computer is protected. It only takes a second to update and a few minutes to scan the machine. Taking these simple steps could prevent a time-consuming virus infection later. RIT Students may download McAfee Enterprise 8.8 for free at:https://start.rit.edu/Computers/virus.inc

For devices that do not have more than 1GB of RAM, we recommend Microsoft Security Essentials from Microsoft. This anti-virus program is updated with Windows Updates and has a real time protection feature simailr to McAfee VSE. To download this Antivirius Protection, visit Microsoft's Website here.

Malware Protection

Malwarebytes

One of the most popular and effective anti-spyware solutions, and the personal edition may be downloaded free of charge. A full scan is recommended once the program is installed and updated.

This is another popular and very effective product, also completely free of charge. Spybot offers some other additional tools for advanced users to perform additional troubleshooting, and offers an immunization option that prevents many malicious programs from being able to install. In addition to detecting spyware and adware, Spybot also detects many keylogger, backdoor, and malicious remote control programs that are often installed when a computer is compromised.

General Cleaning

CCleaner

This is a free utility that cleans temporary, cache, and unnecessary files off the system. Cleaning such unneeded files reclaims significant amounts of hard drive space and speeds up the virus and spyware scanning process. This program also cleans and optimizes the registry by correcting a number of common miscellaneous errors that appear.

ITS ResNet Repair Services

Every student of RIT is allowed to seek service assistance for one device at a time. Click to see the steps we take to make sure your trip to our office is easy and enjoyable.

Repair Services Offered

The following services require an active service plan or a single incident voucher:

Hardware

Advanced Hardware Replacement

Hardware Troubleshooting

Liquid Damage Recovery

System Tune-up

Software

Data Recovery

Email Setup and Troubleshooting

Mobile Device Troubleshooting and Configuration

Operating System Installation and Troubleshooting

Software* and Driver Support

Basic Technology Consulting

Virus Removal

Repair Process

Students at ResNet location:

Once you arrive at our office, we will ask you to fill out a ticket for your repair request and to agree to our Terms of Service. When creating a ticket, you will be able to provide us with your contact information and a description of the problems you are experiencing with your device.

Our technician will work with you in the office for approximately 20 minutes to try and fix any simple issues such as wireless, email, and device registrations. If the technician is unable to resolve the issue within this timeframe, we will ask for you to submit your device to our tech center for advance diagnostics and repairs.

Tickets submitted for service will be worked on in the order they were received. Our technicians will focus on resolving the primary issue(s) you reported. If there is something we are unable to fix, we will contact you with more information, including part replacement recommendations if necessary.

Our senior technicians will then review the ticket to verify all steps were completed successfully. The senior technician will then approve the machine and prepare for pickup.

You will be contacted by phone and email to inform you that the repair request is complete. You will need a photo ID with your name on it to pick up the machine from our office.

Students/Faculty/Staff/Retirees at Digital Den location:

Once you arrive at the Digital Den, a representative will ask you to fill out a ticket for your repair request and to agree to our Terms of Service. When creating a ticket, you will be able to provide us with your contact information and a description of the problems you are experiencing with your device.

If a technician is present at the Digital Den*, they will work with you for approximately 20 minutes to try and fix any simple issues such as wireless, email, and device registrations. If the technician is unavailable or unable to resolve the issue within this timeframe, we will ask for you to submit your device to our tech center for advance diagnostics and repairs. We will contact you within two business days with an update on the diagnostics, a repair time estimate, and any additional services or parts that might be needed.

Tickets submitted to the tech center will be worked on in the order they were received. Our technicians will focus on resolving the primary issue(s) you reported. If there is something we are unable to fix, we will contact you with more information, including part replacement recommendations if necessary.

Our senior technicians will then review the ticket to verify all steps were completed successfully. The senior technician will then approve the machine and prepare for pickup.

You will be contacted by phone and email by the Digital Den to inform you that the repair request is complete. You will need a photo ID with your name on it to pick up the machine from the Digital Den.

What should I bring?

The device experiencing issues

Power cables/adapters (except for desktops with a standard PC power cord)

If applicable, any software you would like us to install along with their license keys

What is not accepted by ResNet?

Any accessory not required for computer repair like laptop bags, sleeves or carrying cases

USB dongles for wireless keyboards or mice

Printers

Pirated software

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